Paul Greenberg
CRM 2.0 … Is It Really Now?
Hey, so if you looked at what I just said in the last entry, I said, "style is sexy" and "style is important" and "style matters" to how a customer acts. So style becomes part of customer strategy. Is what you're doing utilitarian enough...
Personalizing the Mass
I've been traveling a lot, a whole lot, the last three months. I've been in about 10 cities and done, like, 14 speaking engagements (including webinars). In many of them, for one reason or another, I've been talking a lot about Gen C—the generation...
Don’t Bank on Loyal Customers
I'm a loyal customer of a lot of companies. I love them, and I think they love me back—sometimes. But it means that when I'm disappointed, I'm really disappointed. For example, I've been happy with my Acura for a long time. Great car. Love the...
It’s No Game: If You Want to Keep Up With Your Customer, You Have...
I heard this the other day, and though I can't remember who said it, it has stuck with me because of its truth: "Customers leave value in their wake." The time-weary business concept that the company, through its products and services, produces value, has finally...
How Do I Love P&G? Let Me Count the Ways: Rules for the Customer-Centered...
I have an unabashed love affair with P&G. Not the products so much. I use Tide High Efficiency detergent and, ahem, Charmin but don't care for Crest or think that Folgers is any good (coffee snob that I am) But I love P&G. The...
Get Modern: Maintain Customer Value Across the Value Chain
Don't you long for the good old days? When we idyllically assumed that value resided in the actual products and services we offered up? Remember the days when the customer-facing divisions like sales, marketing and support were the only customer-related concerns you had and...
Adapt to Today’s Empowered Customers Without Turning Your Employees Against You
Today's customers are different. They require—no, demand—transparency into a company so that they can make intelligent choices. They no longer seem interested in how good your products or services are; they know they can easily find a better, faster, cheaper version via the web...
Forecast: The Customer Experience Will Get More … Experienced
CEM will be an increasingly critical part of CRM by the middle of 2005 and perhaps will dwarf many other facets of CRM within a very few years. —Paul Greenberg, 2005 Forecast I was right and I was wrong. I was right. Customer Experience Management…
How Much of the Chain Does Your Strategy Encompass?
I heard a story not too long ago about a company that had focused itself on sales but not much else. Company leaders had installed high-end sales automation tools from a major CRM vendor. They had trained their salespeople in the Miller-Heiman sales methodology....
What You Shouldn’t Have Is a Failure To Communicate
There's a line from the old Paul Newman movie, Cool Hand Luke, "What we have here is a failure to communicate." It was an extremely popular part of American culture for a short while, though it has gone the way of pet rocks. But...
Are You Experienced … at Tapping Into the Customer Experience?
Are you experienced? Apologies to the memory of Jimi Hendrix, but I ask the question to make a point. Because the answer is: Of course, you are. We are all creatures of experience who love to reflect on, recount, relive and learn from our...
What Are We Looking for in 2005? The Year in a Hand-Basket
This year portends big things for CRM. As I travel the world, meeting with CRM pundits, customers and vendors alike, I hear from all of them that they see a sea change in CRM that has shifted the business ecosystem from a focus on...
Siebel and Chapter 2: That Was Then … This Is Now
I adore Sheryl Crow. Not only is she sexy and a talented singer, she is also one of the best songwriters I know of. She also was the featured act at the Siebel User Week gala at the Universal Amphitheatre in Los Angeles—something I...